| 1. Name of organization (optional): | ||
|---|---|---|
| Response Count | ||
 | 28 | |
| answered question | 28 | |
| skipped question | 15 | |
| 1. Name of organization (optional): | ||
|---|---|---|
| Response Count | ||
| 28 | |
| answered question | 28 | |
| skipped question | 15 | |
| 2. Service(s) provided (please check all that apply): | |||
|---|---|---|---|
| Response Percent | Response Count | ||
| Enhanced Benefit Services |  | 57.1% | 24 |
| Basic Benefit Services | | 50.0% | 21 |
| Residential Services | | 33.3% | 14 |
| CAP-MR/DD Services | | 33.3% | 14 |
| answered question | 42 | ||
| skipped question | 1 | ||
| 3. Geographic Area Served (please check all that apply): | |||
|---|---|---|---|
| Response Percent | Response Count | ||
| Orange County | | 77.5% | 31 |
| Person County | | 60.0% | 24 |
| Chatham County | | 62.5% | 25 |
| answered question | 40 | ||
| skipped question | 3 | ||
| 4. Population Served (please check all that apply): | |||
|---|---|---|---|
| Response Percent | Response Count | ||
| Adult MH | | 54.8% | 23 |
| Adult SA | | 21.4% | 9 |
| Adult DD | | 42.9% | 18 |
| Adult Dually Diagnosed | | 50.0% | 21 |
| Child MH | | 38.1% | 16 |
| Child SA | | 19.0% | 8 |
| Child DD | | 35.7% | 15 |
| Child Dually Diagnosed | | 28.6% | 12 |
| answered question | 42 | ||
| skipped question | 1 | ||
| 5. Governance & Administration - oversight and management of administrative operations, implementation of Board approved agency policies | |||||||||
|---|---|---|---|---|---|---|---|---|---|
| strongly agree | agree | neutral | disagree | strongly disagree | don't know | N/A | Rating Average | Response Count | |
| OPC conducts business in an ethical manner. | 37.8% (14) | 56.8% (21) | 0.0% (0) | 2.7% (1) | 0.0% (0) | 2.7% (1) | 0.0% (0) | 4.22 | 37 |
| OPC staff treat others with respect. | 40.5% (15) | 51.4% (19) | 2.7% (1) | 2.7% (1) | 0.0% (0) | 2.7% (1) | 0.0% (0) | 4.22 | 37 |
| OPC strives to provide adequate availability of services in our community. | 33.3% (12) | 58.3% (21) | 2.8% (1) | 2.8% (1) | 0.0% (0) | 2.8% (1) | 0.0% (0) | 4.14 | 36 |
| OPC employs qualified individuals with the necessary clinical, professional and technical experience to work in the LME. | 27.8% (10) | 58.3% (21) | 5.6% (2) | 0.0% (0) | 0.0% (0) | 8.3% (3) | 0.0% (0) | 3.89 | 36 |
| OPC promotes the importance of culturally competent services. | 25.7% (9) | 54.3% (19) | 8.6% (3) | 0.0% (0) | 0.0% (0) | 11.4% (4) | 0.0% (0) | 3.71 | 35 |
| OPC promotes stakeholder involvement in the service system. | 20.0% (7) | 51.4% (18) | 17.1% (6) | 5.7% (2) | 0.0% (0) | 5.7% (2) | 0.0% (0) | 3.69 | 35 |
| OPC encourages and facilitates good consumer care. | 25.7% (9) | 57.1% (20) | 14.3% (5) | 2.9% (1) | 0.0% (0) | 0.0% (0) | 0.0% (0) | 4.06 | 35 |
| Please provide comments - especially for any answers of “disagree” or “strongly disagree”. | 7 | ||||||||
| answered question | 37 | ||||||||
| skipped question | 6 | ||||||||
| 6. Business & Information Management – accounting, contracting, claims processing, reimbursement, funding, reporting, technology. | |||||||||
|---|---|---|---|---|---|---|---|---|---|
| strongly agree | agree | neutral | disagree | strongly disagree | don't know | N/A | Rating Average | Response Count | |
| Claims are processed within the state standard of 48 days. | 3.0% (1) | 30.3% (10) | 9.1% (3) | 15.2% (5) | 6.1% (2) | 24.2% (8) | 12.1% (4) | 2.28 | 33 |
| Finance staff provide quality customer service. | 12.1% (4) | 36.4% (12) | 15.2% (5) | 6.1% (2) | 3.0% (1) | 15.2% (5) | 12.1% (4) | 3.03 | 33 |
| The OPC website is informative and easy to navigate. | 6.1% (2) | 36.4% (12) | 27.3% (9) | 3.0% (1) | 0.0% (0) | 12.1% (4) | 15.2% (5) | 3.11 | 33 |
| OPC’s contracting process is fair and equitable. | 9.1% (3) | 57.6% (19) | 15.2% (5) | 3.0% (1) | 0.0% (0) | 9.1% (3) | 6.1% (2) | 3.48 | 33 |
| OPC’s technology promotes easier communication and transmission of information to the LME. | 9.1% (3) | 39.4% (13) | 21.2% (7) | 12.1% (4) | 0.0% (0) | 6.1% (2) | 12.1% (4) | 3.31 | 33 |
| Please provide comments - especially for any answers of “disagree” or “strongly disagree”. | 10 | ||||||||
| answered question | 33 | ||||||||
| skipped question | 10 | ||||||||
| 7. Provider Relations & Development – provider endorsement and monitoring as well as communication, technical assistance, training and support to provider community | |||||||||
|---|---|---|---|---|---|---|---|---|---|
| strongly agree | agree | neutral | disagree | strongly disagree | don't know | N/A | Rating Average | Response Count | |
| Provider Relations staff respond to requests in a timely and efficient manner. | 37.5% (12) | 59.4% (19) | 0.0% (0) | 3.1% (1) | 0.0% (0) | 0.0% (0) | 0.0% (0) | 4.31 | 32 |
| Provider meetings are informative and helpful. | 15.6% (5) | 62.5% (20) | 12.5% (4) | 3.1% (1) | 0.0% (0) | 6.3% (2) | 0.0% (0) | 3.72 | 32 |
| Provider Relations keeps providers informed via e-mail, newsletters and information posted on the OPC website. | 50.0% (16) | 46.9% (15) | 0.0% (0) | 3.1% (1) | 0.0% (0) | 0.0% (0) | 0.0% (0) | 4.44 | 32 |
| Provider Relations staff provide competent technical assistance and information. | 25.0% (8) | 65.6% (21) | 3.1% (1) | 3.1% (1) | 0.0% (0) | 3.1% (1) | 0.0% (0) | 4.03 | 32 |
| Monitoring and/or endorsement activities are fair and reasonable. | 34.4% (11) | 56.3% (18) | 0.0% (0) | 3.1% (1) | 3.1% (1) | 3.1% (1) | 0.0% (0) | 4.06 | 32 |
| Provider Relations/Monitoring/Endorsement staff provide quality customer service. | 28.1% (9) | 65.6% (21) | 0.0% (0) | 0.0% (0) | 0.0% (0) | 6.3% (2) | 0.0% (0) | 4.03 | 32 |
| OPC offers effective trainings that are applicable to my agency’s needs. | 18.8% (6) | 59.4% (19) | 15.6% (5) | 3.1% (1) | 0.0% (0) | 3.1% (1) | 0.0% (0) | 3.84 | 32 |
| Please provide comments - especially for any answer of "disagree" or "strongly disagree". | 6 | ||||||||
| answered question | 32 | ||||||||
| skipped question | 11 | ||||||||
| 8. Customer Service & Community Planning – information and assistance to consumers and the community, capacity building, public relations, service system collaboration and housing | |||||||||
|---|---|---|---|---|---|---|---|---|---|
| strongly agree | agree | neutral | disagree | strongly disagree | don't know | N/A | Rating Average | Response Count | |
| Customer Service staff are easily accessible. | 12.5% (4) | 56.3% (18) | 9.4% (3) | 3.1% (1) | 0.0% (0) | 15.6% (5) | 3.1% (1) | 3.32 | 32 |
| Customer Service and Planning staff provide quality customer service. | 12.9% (4) | 54.8% (17) | 9.7% (3) | 0.0% (0) | 0.0% (0) | 19.4% (6) | 3.2% (1) | 3.23 | 31 |
| OPC maintains an effective and fair consumer complaint resolution process. | 12.9% (4) | 51.6% (16) | 3.2% (1) | 0.0% (0) | 0.0% (0) | 22.6% (7) | 9.7% (3) | 3.11 | 31 |
| OPC promotes affordable housing resources for persons with disabilities in the community. | 6.5% (2) | 38.7% (12) | 9.7% (3) | 3.2% (1) | 0.0% (0) | 32.3% (10) | 9.7% (3) | 2.46 | 31 |
| OPC promotes a system of care approach to services. | 13.3% (4) | 66.7% (20) | 3.3% (1) | 3.3% (1) | 0.0% (0) | 13.3% (4) | 0.0% (0) | 3.50 | 30 |
| OPC prioritizes keeping children in their homes or as close to home as possible. | 12.9% (4) | 54.8% (17) | 3.2% (1) | 0.0% (0) | 0.0% (0) | 22.6% (7) | 6.5% (2) | 3.14 | 31 |
| OPC conducts an effective public education program to make its presence known in the community. | 6.3% (2) | 46.9% (15) | 15.6% (5) | 0.0% (0) | 3.1% (1) | 25.0% (8) | 3.1% (1) | 2.77 | 32 |
| Please provide comments - especially for any answers of "disagree" or "strongly disagree". | 4 | ||||||||
| answered question | 32 | ||||||||
| skipped question | 11 | ||||||||
| 9. Care Management – 24/7/365 access and review and authorization of services, review of PCPs, state hospital liaison activities, care coordination | |||||||||
|---|---|---|---|---|---|---|---|---|---|
| strongy agree | agree | neutral | disagree | strongly disagree | don't know | N/A | Rating Average | Response Count | |
| Authorizations for services are timely. | 3.1% (1) | 75.0% (24) | 6.3% (2) | 0.0% (0) | 0.0% (0) | 9.4% (3) | 6.3% (2) | 3.57 | 32 |
| Denials and reductions in services are explained. | 9.4% (3) | 53.1% (17) | 9.4% (3) | 3.1% (1) | 0.0% (0) | 18.8% (6) | 6.3% (2) | 3.13 | 32 |
| The OPC benefit plan is fair and equitable. | 6.5% (2) | 35.5% (11) | 6.5% (2) | 6.5% (2) | 3.2% (1) | 25.8% (8) | 16.1% (5) | 2.50 | 31 |
| OPC’s benefit plan prioritizes evidence-based and best practice services. | 9.4% (3) | 43.8% (14) | 15.6% (5) | 0.0% (0) | 0.0% (0) | 21.9% (7) | 9.4% (3) | 2.97 | 32 |
| OPC authorizes adequate services to improve penetration rates for underserved population groups (e.g. Latinos, Severely & Persistently Mentally Ill, children with Severe Emotional Disturbance) | 6.3% (2) | 31.3% (10) | 12.5% (4) | 6.3% (2) | 0.0% (0) | 34.4% (11) | 9.4% (3) | 2.28 | 32 |
| Care Management staff provide quality customer service. | 16.1% (5) | 58.1% (18) | 9.7% (3) | 0.0% (0) | 0.0% (0) | 9.7% (3) | 6.5% (2) | 3.66 | 31 |
| Care Management staff provide useful feedback related to reviews of PCPs. | 9.4% (3) | 43.8% (14) | 3.1% (1) | 0.0% (0) | 0.0% (0) | 31.3% (10) | 12.5% (4) | 2.64 | 32 |
| Access staff make equitable and appropriate referrals for services. | 3.1% (1) | 62.5% (20) | 9.4% (3) | 3.1% (1) | 0.0% (0) | 18.8% (6) | 3.1% (1) | 3.10 | 32 |
| Clinical Consultation for high risk/difficult to serve consumers is available and useful. | 9.4% (3) | 34.4% (11) | 25.0% (8) | 0.0% (0) | 0.0% (0) | 12.5% (4) | 18.8% (6) | 3.19 | 32 |
| Communication with Care Coordination staff regarding hospital discharges and outpatient commitments is timely and effective. | 3.1% (1) | 40.6% (13) | 6.3% (2) | 0.0% (0) | 0.0% (0) | 31.3% (10) | 18.8% (6) | 2.42 | 32 |
| Please provide comments - especially for any answers of "disagree" or "strongly disagree". | 5 | ||||||||
| answered question | 32 | ||||||||
| skipped question | 11 | ||||||||
| 10. Quality Management – incident review, compliance, documentation, outcomes, Client Rights Committees | |||||||||
|---|---|---|---|---|---|---|---|---|---|
| strongly agree | agree | neutral | disagree | strongly disagree | don't know | N/A | Rating Average | Response Count | |
| Quality Management staff conduct fair and thorough investigations. | 28.1% (9) | 43.8% (14) | 3.1% (1) | 0.0% (0) | 0.0% (0) | 18.8% (6) | 6.3% (2) | 3.47 | 32 |
| Quality Management staff provide quality customer service. | 37.5% (12) | 46.9% (15) | 3.1% (1) | 0.0% (0) | 0.0% (0) | 9.4% (3) | 3.1% (1) | 3.97 | 32 |
| Quality Management staff provide competent technical assistance and information. | 37.5% (12) | 46.9% (15) | 3.1% (1) | 0.0% (0) | 0.0% (0) | 9.4% (3) | 3.1% (1) | 3.97 | 32 |
| OPC maintains an effective Client Rights Committee. | 31.3% (10) | 43.8% (14) | 6.3% (2) | 0.0% (0) | 0.0% (0) | 15.6% (5) | 3.1% (1) | 3.61 | 32 |
| OPC facilitates the proactive prevention of fraud and abuse through education and monitoring of providers. | 28.1% (9) | 53.1% (17) | 6.3% (2) | 0.0% (0) | 0.0% (0) | 9.4% (3) | 3.1% (1) | 3.84 | 32 |
| OPC reviews data to improve the overall service system. | 21.9% (7) | 46.9% (15) | 6.3% (2) | 0.0% (0) | 0.0% (0) | 21.9% (7) | 3.1% (1) | 3.26 | 32 |
| Please provide comments - especially for any answers of "disagree" or "strongly disagree". | 0 | ||||||||
| answered question | 32 | ||||||||
| skipped question | 11 | ||||||||
| 11. What services do your consumers need that are not available at all in the OPC area? | ||
|---|---|---|
| Response Count | ||
| 17 | |
| answered question | 17 | |
| skipped question | 26 | |
| 12. What services do your consumers need that are not available in a timely way (i.e. due to waiting lists or first appointment is too far in the future)? | ||
|---|---|---|
| Response Count | ||
| 17 | |
| answered question | 17 | |
| skipped question | 26 | |
| 13. What services do your consumers need that are not available due to hours of operation or geography? | ||
|---|---|---|
| Response Count | ||
| 13 | |
| answered question | 13 | |
| skipped question | 30 | |
| 14. What services do your consumers need that are not available due to cultural or linguistic barriers? | ||
|---|---|---|
| Response Count | ||
| 13 | |
| answered question | 13 | |
| skipped question | 30 | |
| 15. What best practice services are least available for your consumers? | ||
|---|---|---|
| Response Count | ||
| 11 | |
| answered question | 11 | |
| skipped question | 32 | |
| 16. What is your perception of the OPC service system's ability to: | |||||||
|---|---|---|---|---|---|---|---|
| Excellent | Good | Neutral | Poor | Very Poor | Rating Average | Response Count | |
| Provide crisis/1st responder capacity | 10.0% (3) | 46.7% (14) | 30.0% (9) | 10.0% (3) | 3.3% (1) | 3.50 | 30 |
| Meet different cultural or linguistic needs | 3.3% (1) | 53.3% (16) | 33.3% (10) | 10.0% (3) | 0.0% (0) | 3.50 | 30 |
| Respond effectively in the event of a natural disaster or other community catastrophe | 3.2% (1) | 48.4% (15) | 41.9% (13) | 6.5% (2) | 0.0% (0) | 3.48 | 31 |
| answered question | 31 | ||||||
| skipped question | 12 | ||||||
| 17. Anything else you would like to tell us? | ||
|---|---|---|
| Response Count | ||
| 9 | |
| answered question | 9 | |
| skipped question | 34 | |